Cindi Cockerham
About Cindi Cockerham
Cindi Cockerham is a Network Engineer with extensive experience in IT management and support. She has worked for several companies, including Randstad Technologies US and Purple Communications, Inc., where she has focused on enhancing automation and customer satisfaction in service delivery.
Work at Purple Communications
Cindi Cockerham has been employed at Purple Communications, Inc. as a Network Engineer since 2020. In this role, she focuses on developing, designing, and implementing the ServiceNow toolset. Her work aims to enhance automation and promote self-service capabilities within the organization. Cockerham's contributions have been significant in improving operational efficiency and user experience.
Previous Experience at Randstad Technologies
Before joining Purple Communications, Cindi Cockerham worked at Randstad Technologies US as an IT Manager from 2015 to 2016 in the San Antonio, Texas Area. During her tenure, she conducted numerous training seminars for Level 1, Level 2, and Level 3 support teams, as well as end users, focusing on the ServiceNow platform. Her efforts contributed to enhancing the technical skills of the support teams.
Background in IT Management
Cindi Cockerham has a diverse background in IT management, having served as Team Manager and Knowledge Admin at iGATE from 2011 to 2013 in the Pensacola, Florida Area. She also held the position of IT Manager at Innovative Communication Systems from 2013 to 2015 in San Antonio, Texas. In these roles, she was responsible for overseeing support teams and ensuring high levels of customer satisfaction.
Education and Expertise
Cindi Cockerham earned a Bachelor of Science (BS) degree in Computer and Information Sciences and Support Services from Saint Leo University, studying from 2000 to 2002. Her educational background has provided her with a solid foundation in IT principles and practices, which she has applied throughout her career in various technical and managerial roles.
Achievements in Customer Satisfaction
Throughout her career, Cindi Cockerham has consistently achieved high customer satisfaction scores. While building a Service Desk team, she maintained scores of 4.75 out of 5 and higher on a monthly basis. Additionally, she effectively managed service desk operations, maintaining an average talk time below 7 minutes and an abandonment rate below 3%.